Are you an experienced Contact Centre Operations Manager?
Do you have experience managing both a back office and front office function?
If so, I have an exciting brand new opportunity rarely available to the senior end of the call and contact centre market in Glasgow!
Role: Contact Centre Operations Manager
Salary: £35,000 - £39,000 + benefits package
Hours: Monday to Friday
The ideal candidate would be an experienced Operations Manager who is able to manage a high number of direct reports (15 Team Leaders) in a back office, regulated financial services environment. Ideally, you will also have experience of managing blended telephony/ admin advisors. You will be extremely service level focused and have strong operational skills to ensure all SLA’s across the department are met. You will be a confident leader who is able to deputise for the Head of Operations when required, with strong internal stakeholder management skills.
Are you who we’re looking for?
• Strong background working in a contact centre environment at a senior level, you will have both back office and front office experience
• At least 3 years experience at operational management level
• Outstanding coaching skills
• Strong stakeholder management skills
• Strong analytical skills
• Ability to identify process improvements and come from a background where continuous improvement is encouraged
• Confident decision maker
• Experience of handling escalated matters and making final resolution decisions
• Able to manage workloads and utilize internal resource effectively to ensure SLA’s are met
• Excellent communication and people management skills
What does the day to day look like?
• Responsible for all planning, productivity, reporting and utilizing of staff with an ultimate aim of achieving exceptional service levels
• Managing direct line reports of circa 15 coaches/ team leaders and their advisors
• Leading, coaching and developing the operational team
• Short to medium term operational planning
• Identifying capacity and managing internal resource to meet customer demands and workload
• Drive productivity across the area
• Assess and manage escalated cases
• Proactively looking to identify area for improvement
• Adhering to WFM systems
• Lead and drive consistency across all teams in the department
• Ensure accurate reporting is in place
To apply for the above position please forward your CV to Cheryl Stobo using the apply online link.
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